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ITTConnect is an IT staffing agency founded in 2017 that helps companies in the United States and Latin America build technology teams. Its services include IT recruiting, staff augmentation, and executive search, supported by specialized recruiters and recruiting tools designed to match clients with qualified professionals across industries such as consulting, logistics, and marketing. The company’s hiring work focuses on connecting IT talent with organizations seeking flexible or targeted recruitment support.
L2 IT Support Engineer – Latin America Remote
Senior L2 IT Support Engineer responsible for resolving escalated Windows, macOS, and Microsoft 365 issues for managed-services clients. The role covers identity and endpoint administration, onboarding and offboarding, and service-desk escalations across Latin America.
Description
- Resolve escalated end-user incidents involving Windows and macOS endpoints, Microsoft 365, Entra ID, Intune, printing, and business applications
- Process service-desk tickets by priority while meeting defined service level objectives
- Keep users updated on incident progress and expected resolution times
- Manage onboarding, offboarding, and access changes across Entra ID, Active Directory, Microsoft 365, and client business systems
- Build, image, and deploy endpoints with Intune, Autopilot, or comparable tools
- Maintain device compliance with client patching requirements and security baselines
- Differentiate user-facing issues from infrastructure problems and escalate infrastructure incidents to engineering teams with detailed troubleshooting records
- Create and maintain knowledge base content and runbook procedures
- Recognize recurring incidents and submit evidence-based problem reports to support permanent fixes
- Apply client change-management procedures to changes affecting multiple users
- Communicate clearly and patiently with end users and client contacts until issues are resolved
Requirements
- At least eight years of IT support or service-desk experience with direct responsibility for end users
- Professional fluency in English
- Hands-on experience troubleshooting Windows 10 and 11 endpoints and Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive
- Experience administering users and devices in Entra ID, Active Directory, and Intune, including foundational Conditional Access and MFA administration
- Experience supporting macOS and using an endpoint-management or RMM platform
- Working knowledge of DNS, DHCP, VPN, and Wi-Fi networking
- Ability to separate network-related problems from endpoint-related problems
- Experience with ticketing systems and remote-support tools operated against defined service level objectives
- Clear, patient user communication and well-organized written documentation
- Previous MSP or multi-client experience, ideally across several customer environments at once
- Associate's or bachelor's degree in information technology or a related discipline, or equivalent practical experience
- CompTIA A+ or Network+, Microsoft endpoint certifications such as MD-102, or comparable qualifications are preferred
- Basic PowerShell scripting experience for account and device administration is preferred
- Exposure to HIPAA, PCI DSS, SOC 2, or TPN compliance-focused environments is preferred
Benefits
- Work remotely from home
- Collaborate with a global network operations center
- Use defined service level objectives and structured ticketing support
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